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Alienware Refund

post #1 of 42
9/6/07 at 11:19pm
Thread Starter 
Why does Alienware charge 15% of the price of the product to refund it?
I think it's because so many people return their stuff, so they want to make profit off the returns, don't you think?
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post #2 of 42
9/6/07 at 11:27pm
No it is b/c too many people would order...try out the product for a few days and then return it.

15% is normal for all high price electronic items.
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post #3 of 42
9/6/07 at 11:32pm
Thread Starter 
Why would people do that plus they have to pay shipping too.
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post #4 of 42
9/6/07 at 11:36pm
Another reason could be that most systems are made to order and AW tests all there systems before they are sent out.....man power hours that are wasted if the buyer wants a refund.
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post #5 of 42
9/6/07 at 11:58pm
Those are then "refurbished" parts and cannot be sold as new.
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post #6 of 42
9/7/07 at 12:04am
Most, if not all companies charge a re-stocking fee for returning a fully working system, so do many retail stores that sell other things other than computers (actually checking other companies' policies would have helped you before posting such idiotic statements).

This is because there are other costs associated with returning a system as well as building it. AW systems are custom made to order so each system is "unique".

This is also to prevents Joe Lanparty from ordering a system to show off at the big lanparty down the block and then return it after the event under a lame excuse.

Kinda like people that buy an expensive cocktail suit to wear for a night and then return it making some excuse.

To put it in words that can be understood you sell your 40" plasma TV, I buy it to show it off to a couple of girls at my apartment and the next day I want to return it and claim my money back because it just didn't look good on my apartment walls.
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post #7 of 42
9/7/07 at 12:24am
Thread Starter 
Well, I didn't have a "lame excuse" for returning mine, it stoped working after couple weeks. And they expect me to pay for all the shipping to get it repaired? AW pcs are like old cars, first you buy them, then you spend more repairing them.
From the looks of that laptop, I would be spending couple hundred bucks a month to send it for repairs. At the end of the warranty it would spend more than the laptop itself for all that shipping.
If you go their customer forum, the AW member replies to a post saying "there is a 30 day period to return an item, after that there is a 15% restocking fee".
That doesn't make sense to me, so after 30 days you pay 15% fee for refunds?
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post #8 of 42
9/7/07 at 9:05am
They expect you to pay the 15% because you agreed to allow alienware the opportunity to repair your system and you did not follow that agreement. It was left up to you, but the terms were there, and you agreed when you made the purchase. If it breaks before 30 days, return with full refund. If it breaks later than 30 days, return with 15% restocking fee or Alienware fixes it.

The shipping isn't that expensive. It will never equal the cost of the laptop, or come close. In fact, if Alienware agrees it's a hardware issue and want it sent in THEY pay for shipping and give you a pre-paid label. You just schedule the pick-up or drop it off. If they don't for some reason it's $10 at FedEx for shipping and a nice padded laptop box.
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post #9 of 42
9/7/07 at 10:42am
Quote:
Originally Posted by yashar1 View Post
Well, I didn't have a "lame excuse" for returning mine, it stoped working after couple weeks. And they expect me to pay for all the shipping to get it repaired? AW pcs are like old cars, first you buy them, then you spend more repairing them.
From the looks of that laptop, I would be spending couple hundred bucks a month to send it for repairs. At the end of the warranty it would spend more than the laptop itself for all that shipping.
If you go their customer forum, the AW member replies to a post saying "there is a 30 day period to return an item, after that there is a 15% restocking fee".
That doesn't make sense to me, so after 30 days you pay 15% fee for refunds?

a couple of weeks? it should still be under warranty then.
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post #10 of 42
9/7/07 at 1:23pm
Duke, I think it was under warranty, but the OP didn't want them to fix it, I guess because he thinks it had a 0% chance of anything ever going wrong. Anyways, he returned it, thus he was charged 15% restocking fee.
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post #11 of 42
9/7/07 at 4:13pm
Quote:
Originally Posted by yashar1 View Post
Why would people do that plus they have to pay shipping too.

People won't do that if they have to pay a 15% restocking fee and shipping, that's the point.

If you could order an AW laptop, keep it thirty days, and return it no questions asked, for a full refund, people would take advantage. Say you have a big LAN party, order an m9750, take it to the party, then return it. AW loses money on that because they can't resell it as new...

If you have a legitimate issue, and you let AW try to repair it and they can't, you can get a full refund or a replacement system. They generally only charge the 15% restocking fee to people that won't let AW address their issues.
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post #12 of 42
9/7/07 at 4:19pm
Quote:
Originally Posted by yashar1 View Post
Well, I didn't have a "lame excuse" for returning mine, it stoped working after couple weeks. And they expect me to pay for all the shipping to get it repaired? AW pcs are like old cars, first you buy them, then you spend more repairing them.

This is incorrect. While under warranty, all costs associated with repairs are covered by Alienware. That includes shipping both ways, parts and labor.

Quote:
From the looks of that laptop, I would be spending couple hundred bucks a month to send it for repairs. At the end of the warranty it would spend more than the laptop itself for all that shipping.

Simply not true. You don't pay shipping for repairs unless you're Canadian, and that's not an Alienware issue, it's a Canadian customs issue. If you decide to return the system without honoring your contract and allowing AW to resolve the issues, you'll pay the restocking fee and return shipping.

Quote:
If you go their customer forum, the AW member replies to a post saying "there is a 30 day period to return an item, after that there is a 15% restocking fee".
That doesn't make sense to me, so after 30 days you pay 15% fee for refunds?

Whoever typed that was incorrect.
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post #13 of 42
9/7/07 at 11:40pm
Thread Starter 
Quote:
Originally Posted by BFisch06 View Post
Duke, I think it was under warranty, but the OP didn't want them to fix it, I guess because he thinks it had a 0% chance of anything ever going wrong. Anyways, he returned it, thus he was charged 15% restocking fee.
I don't think there is a 0% chance of products going wrong, but I didn't even use this product for a month, give me a break. I have a sony that I've been using for couple years and nothing has ever happened to it.
Quote:
Originally Posted by Hammerhead View Post
Simply not true. You don't pay shipping for repairs unless you're Canadian, and that's not an Alienware issue, it's a Canadian customs issue. If you decide to return the system without honoring your contract and allowing AW to resolve the issues, you'll pay the restocking fee and return shipping.
I'm Canadian, but what does the customs have to do with who pays for shipping? AW is just making that excuse because shipping to Canada costs more. Why should I pay 150 bucks for shipping to honor them, they sold be a crappy laptop that would probably break down again after a month. When they change their rules, and make better laptops I will buy from them again. By better I mean laptops that won't break down every 2 secs, currently they are not very reliable.
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post #14 of 42
9/7/07 at 11:55pm
If they weren't reliable why would we defend them? I was even in your shoes. My Sentia M3450 arrives basically DOA. It worked for a month, but with a loud electric buzz. I sent it in at a great inconvenience to myself (no laptop mid-fall semester) and Alienware found a bad LCD card. Then, over the next year, the power converter died, the DVD burner died, then the whole motherboard finally caved revealing itself to be the original culprit. Alienware replaced it not only with a brand new laptop built to my specs, but upgraded me to an Area-51 M5550i. This new lappy runs flawlessly.

How would a company that sold products that "break down every 2 seconds" get such a reputation for making solid gaming machines? You paid for a warranty that you then decided wasn't worth your time and wanted your money back. It's a shame it worked out like this for you, but you really should have given AW a chance - You prbably would have been much happier.
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post #15 of 42
9/8/07 at 12:11am
Thread Starter 
Quote:
Originally Posted by Guerrilla View Post
If they weren't reliable why would we defend them? I was even in your shoes. My Sentia M3450 arrives basically DOA. It worked for a month, but with a loud electric buzz. I sent it in at a great inconvenience to myself (no laptop mid-fall semester) and Alienware found a bad LCD card. Then, over the next year, the power converter died, the DVD burner died, then the whole motherboard finally caved revealing itself to be the original culprit. Alienware replaced it not only with a brand new laptop built to my specs, but upgraded me to an Area-51 M5550i. This new lappy runs flawlessly. How would a company that sold products that "break down every 2 seconds" get such a reputation for making solid gaming machines? You paid for a warranty that you then decided wasn't worth your time and wanted your money back. It's a shame it worked out like this for you, but you really should have given AW a chance - You prbably would have been much happier.
Wow your Sentia was horrible, that is why I say they are not reliable. The reason I send it back was to stop any further headaches and time wasting. All cost aside, it would probably take 3-4 weeks to ship a laptop, get it repaired and shipped back, a total waste of time. Glad they gave you a new laptop at least. I wish they were more supportive to their Canadian customers.
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post #16 of 42
9/8/07 at 12:26am
I won't add a response to your Alienware complaints/return after the fact, they've all been addressed.

So what didja order to replace the Alienware yashar1? Not a tease, and I'm sorry you had issues that you couldn't resolve without resorting to the ol' re-stocking fee, really curious...



Zoid
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post #17 of 42
9/8/07 at 12:26am
These types of posts should be ignored. How many times must this topic be rehashed?

The Agreement of Sale specifies the policy in black and white. It may be a little stricter than some other companies, but I bet most people don't buy a Dell to show off at LANs and return it two weeks later. Who, in their right mind, would not carefully read the agreement before plopping down a few Gs on a PC?

I can just see all the 15 year old dreamers taking advantage of them if they didn't charge a restocking fee.

I am beginning to believe that the average Alienware buyer is not that bright.

/RANT OFF

I do, however, disagree with their policy about warranty transfers.
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post #18 of 42
9/8/07 at 12:30am
Hee, hee, hee. Now, I'm going with the 'Leroy's not your every day average buyer' thought...



Zoid
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post #19 of 42
9/8/07 at 12:34am
Quote:
Originally Posted by Boyd View Post
Hee, hee, hee. Now, I'm going with the 'Leroy's not your every day average buyer' thought...



Zoid


Ha Ha!
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post #20 of 42
9/8/07 at 12:44am
Thread Starter 
Quote:
Originally Posted by Boyd View Post
I won't add a response to your Alienware complaints/return after the fact, they've all been addressed. So what didja order to replace the Alienware yashar1? Not a tease, and I'm sorry you had issues that you couldn't resolve without resorting to the ol' re-stocking fee, really curious... Zoid
I'm waiting for the new Dell xps to be released, if the price is right, i'll get that one, if not I will get Sager NP579.
Quote:
Originally Posted by Metal-Box View Post
These types of posts should be ignored. How many times must this topic be rehashed? The Agreement of Sale specifies the policy in black and white. It may be a little stricter than some other companies, but I bet most people don't buy a Dell to show off at LANs and return it two weeks later. Who, in their right mind, would not carefully read the agreement before plopping down a few Gs on a PC? I can just see all the 15 year old dreamers taking advantage of them if they didn't charge a restocking fee. I am beginning to believe that the average Alienware buyer is not that bright. /RANT OFF I do, however, disagree with their policy about warranty transfers.
Wtf are you talking about douchebag, is AW paying you to come on this forum say BS? Or you just love to kiss their ass? First of all I dont know what a LANs is. The reason I bought an Alienware was because my friend told me that Alienware had high performance gaming laptops. He never told me I would be paying for a laptop that would last couple weeks. I'm not 15, and I don't know how I'm taking advantage of AW, when they send me a crappy laptop. I should have the right to a full refund.
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